Great-West Healthcare

New Service Model Helps Great-West Healthcare Members Navigate Health Care System

Published in Lab Law Weekly, August 24th, 2007

Great-West Healthcare, a national employee benefits provider, announced it has deployed a new customer service model to better service members and further improve satisfaction with their health plan.

Components of the Member Connect model include Member Champion, a program that assigns a dedicated advocate to help individuals during periods of complex medical care or administrative situations; a call center staffed with customer services representatives trained to adapt to callers' communication styles; and self-service via the phone or Web.

"Customer service has always been a vital piece of our business, but is increasingly important in the growing...

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Source: Lab Law Weekly (2007-08-24)

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